Project Role : Custom Software Engineer
Project Role Description : Lead the effort to design, build and configure applications, acting as the primary point of contact.
Must have skills : Salesforce Service Cloud
Good to have skills : NA
Minimum 12 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary: A Salesforce Application Support Manager's job description includes leading and managing a support team, handling escalated technical issues, ensuring system stability and performance, and acting as a liaison between users and the IT department. Key responsibilities involve managing user support, creating and maintaining Salesforce configurations (fields, reports, workflows), and overseeing system updates and new feature rollouts. The role also requires deep knowledge of Salesforce products, strong problem-solving skills, and the ability to translate business requirements into technical solutions. Key responsibilities: Team Management: Lead, mentor, and manage a team of Salesforce administrators and support staff; handle recruitment and training. Technical Support: Provide 2nd and 3rd level support for complex technical issues, including troubleshooting integrations and user problems. System Administration: Manage day-to-day administration, including user accounts, profiles, and permissions. Configuration and Customization: Create and maintain Salesforce objects, fields, reports, dashboards, and workflows to meet user needs. Change Management: Manage the entire change control process, ensuring system changes are implemented smoothly and with minimal disruption. System Enhancements: Proactively gather user feedback and identify system improvements to increase usability and benefits. Release Management: Manage the rollout of new Salesforce releases and features. Reporting: Create new reporting capabilities and respond to ad-hoc reporting requests. Problem Resolution: Conduct root cause analysis for recurring issues and work with vendors for resolution. Required skills and qualifications: Technical Expertise: Deep knowledge of Salesforce Sales Cloud, Service Cloud, and other related products. Management Experience: Proven experience (5+ years) in a managerial or team lead role. Problem-Solving: Strong analytical and troubleshooting skills, with the ability to resolve complex customer service issues. Communication: Excellent verbal and written communication skills to effectively interact with users, stakeholders, and management. Technical Skills: Experience with Salesforce configuration tools like Flow Builder and process automation. Change Management: Understanding of change management processes. Education: Typically requires a bachelor's degree in a relevant field or equivalent experience. Key performance indicators (KPIs): SLA Customer satisfaction (CSAT) Productivity Time to resolution (TTR) System uptime and performance Additional Information: The candidate should have minimum 12 years of experience in Salesforce Sales/Service Cloud. A 15 year full time education is required.

15 years full time education

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